Customer Experience Director

1 week ago

Tustin, California, United States Tricon Residential Full time
Job Summary:

Tricon Residential Inc is a leading provider of single-family rental homes and multi-family apartments in the U.S. and Canada. As a Director of Customer Experience, you will play a key role in shaping the company's customer-centric culture and ensuring residents receive the highest level of service and satisfaction.

Key Responsibilities:
  • Develop and Execute a 35-Year Customer Experience Strategy: Collaborate with cross-functional teams to design and implement a comprehensive customer experience strategy that drives business growth and resident satisfaction.
  • Ensure Resident Satisfaction: Work closely with operational functions, IT, and Marketing to ensure a seamless and personalized experience for residents.
  • Drive a Customer-Centric Culture: Foster a culture that prioritizes customer needs and expectations, and empowers employees to deliver exceptional service.
  • Collaborate with Operational Functions: Work with IT, Marketing, and other operational teams to ensure a consistent customer experience across all touchpoints.
Essential Qualifications:
  • Experience in Articulating Strategy: Proven ability to develop and communicate strategic plans to C-suite executives.
  • Data-Driven Mindset: Strong analytical skills and ability to leverage data to inform business decisions.
  • Strategic Thinking: Ability to think critically and develop innovative solutions to complex problems.
  • Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with residents, employees, and stakeholders.
  • Leadership and Team Building: Proven leadership skills, with the ability to motivate and inspire teams to deliver exceptional results.
  • Minimum 8 Years of Experience: Minimum 8 years of experience in customer experience or a related field, with a strong background in real estate or property management.
Preferred Attributes:
  • Master's Degree: Master's degree in business or a related field.
  • Customer Experience Certifications: Customer experience certifications, such as CEM or CCXP.
Physical Demands:
  • Sitting and Talking: Ability to sit and talk for extended periods, with occasional standing and walking.
  • Vision Abilities: Ability to see and read documents, with occasional use of computer screens.

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